German Back Office Advisor for a Video Game Brand

2 meses atrás

Lisboa, Lisboa, Portugal Sitel Tempo inteiro
About the Role

We are seeking a highly skilled and experienced German Back Office Advisor to join our team at a leading video game console brand. As a key member of our customer support team, you will be responsible for providing exceptional support to our customers, resolving complex technical issues, and ensuring a seamless customer experience.

Key Responsibilities
  • Provide first-line support to customers via phone, email, and chat, resolving technical issues and answering product-related questions.
  • Conduct thorough investigations into escalated cases, gathering relevant information and analyzing data to determine root causes and provide effective solutions.
  • Communicate with customers in a professional and empathetic manner, providing updates on the status of their cases and delivering resolutions in a timely manner.
  • Make informed decisions and recommendations based on company policies, product knowledge, and customer needs, balancing business objectives with customer satisfaction.
  • Manage escalations effectively, prioritizing urgent cases and escalating to higher levels of management or technical support teams when necessary.
  • Maintain accurate and detailed records of escalated cases, including descriptions of the issues reported, actions taken, and resolutions provided.
  • Identify recurring issues or trends in escalated cases and collaborate with relevant teams to implement process improvements, update knowledge bases, and enhance customer support procedures.
  • Conduct regular reviews and audits of escalated cases to ensure compliance with company standards, service level agreements, and regulatory requirements.
  • Provide guidance, training, and support to front-line customer service representatives on handling complex issues and escalating cases appropriately.
Requirements
  • Native or proficient level of German (C2)
  • Advanced level of English (C1)
  • Previous experience in customer services or escalation support role, preferably within the gaming industry or tech support environment.
  • Excellent listening, communication, and interpersonal skills in supported languages, interacting professionally with customers, colleagues, and technical support teams.
  • Patience, empathy, and resilience in handling challenging customer situations with professionalism and empathy.
  • Brand ambassador, gaming enthusiast, and community advocate.
  • Ability to work independently and collaboratively in a fast-paced environment, adapting to changing priorities and deadlines.
  • Strong problem-solving skills, with the ability to analyze complex technical issues, troubleshoot hardware and software problems, and identify solutions.
  • Commitment to continuous learning and professional development in the field of customer service, gaming industry trends, and technical support best practices.
  • Able to follow guidelines and instructions.
  • Ability to keep calm and clear-headed in critical situations, demonstrating confidence when imparting information or dealing with troubled callers.
  • Good knowledge of client's procedures for dealing with customer complaints/inquiries/issues.
  • Knowledge of and experience with measuring and improving customer satisfaction and loyalty across broad functional areas and diverse geographies.
  • Proficiency in using customer relationship management (CRM) software, ticketing systems, and other relevant tools.
  • Previous, demonstrable experience with creation of online help resources.
  • Experience with policy work, or help resource project management.
  • Attention to detail troubleshooting skills.
  • Makes the customers feel confident that their needs are being met.
  • Dependable, reliable, and able to perform duties with minimum supervision.
  • Preferable college degree or related work experience.
  • Computer literate.
  • Must hold EU citizenship or valid work permit.
  • Be a local candidate or willing to relocate to Portugal.
What We Offer
  • Signing bonus
  • Relocation package
  • Competitive wages
  • Paid professional training
  • Employee discounts
  • Private healthcare & dental insurance (after six months of employment)
  • Growth opportunities through various development programs
  • Fun and engaging company-wide initiatives, including our EverBetter wellness program
  • Job stability
  • Life-long skills and experience
  • Excellent work culture
About Us

We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.

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